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  • 1.  Using an "On Call" schedule and routing calls to the user "on call"

    Posted 07-19-2022 15:55
    We have a need for calls to be routed to nurses who are on call during closed hours. We currently use a manual process of updating an after-hours on-call ring group - we add and remove nurses every day based on their schedules.
    Does anyone know of a solution where we could have an on-call schedule that 8x8 references when routing calls?
    These calls need to have an escalation process as well - if the on call nurse doesn't answer, the call needs to be routed to the on call supervisor. We currently use a ring group set to sequential calling with the on call nurse first and the supervisor second.
    Cheers,
    David

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    David Goshorn
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  • 2.  RE: Using an "On Call" schedule and routing calls to the user "on call"

    Level 1 Contributor
    Posted 07-20-2022 23:33

    Hi David,

    Sounds like Contact Center would be a good fit.  

    The advanced call routing that you're describing could be accomplished with the right configuration.

    By chance, does your organization use Contact Center in addition to the UCaaS (aka 8x8 Work) platform?



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    Jahmal Abbott
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    Original Message


  • 3.  RE: Using an "On Call" schedule and routing calls to the user "on call"

    Posted 07-21-2022 08:09
    David, We had a similar need for our Service Desk department. We created an auto-attendant to handle this. During the day schedule, it rings one Call Queue. During the night schedule, it rings a different Call Queue You can add escalations for ring queues and users can log in and out of the queue from their mobile phone.

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    Dennis Austad
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    Original Message